Inbound email and voicemail failure (solved)

A network issue at our Nevada City office over the weekend took our Barracuda spam filtering server offline. Symptoms of the problem were that Spiral customers could log in to their mailboxes, but could not receive any new e-mail. This affected nearly all customers — including nccn.net addresses, spiralemail.com addresses, sierraemail.com addresses, and most hosted domains.

Unfortunately, that same network issue also caused our voicemail system to fail over to our backup — which was configured to e-mail us call recordings. This prevented us from seeing customer reports of the problem, and our backup voicemail service quickly ran out of voicemail space. Finally, the administrator on call whose monitoring would have caught the issue was unexpectedly out of town for family reasons. We’re sorry for our unresponsiveness. It was an unusual chain of failures escalating a minor problem into an unnecessary outage, and that’s not the standard we try to set.

The network issue has been addressed. Email delivery has resumed as of approximately 10 am Monday, March 11, and Spiral customers should begin receiving the weekend’s backlog over the next several hours.

About Bax

I'm the Technical Support Director for Spiral Internet. You can reach me during business hours at (530) 478-9822, Ext. 1. I'm happy to answer your questions!
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